Extendicare Holyrood Welcome Home

Promoting quality of life

Resident and Family Satisfaction

Resident and family feedback makes a difference. That’s why, each year we conduct resident and family satisfaction surveys in all our homes. We ask questions covering key areas such as privacy and dignity, mealtime experience, quality of nursing and personal care, safety and security, courtesy, communication and responsiveness. We use the survey results to assess our performance and identify opportunities for improvement.

In our most recent survey, 87% of the 3,200 respondents nation-wide were satisfied or very satisfied with the quality of nursing care, management responsiveness, cleanliness, safety and security and courtesy of dining service and restorative care staff and only 6% would not recommend our home to another person (82% would recommend, 12% were unsure).

Courtesy

Office and activity staff (94%)

Housekeeping, dietary, maintenance and other support staff (91%)

Dining service and restorative care staff (87%)

Consideration of privacy; respect for dignity (89%)

Experience with Director of Care and Administrator (88%)

Quality of nursing care (87%)

Safety and security (87%)

Cleanliness (87%)

Management responsiveness (87%)

Resident Centered Programming

We promote quality of life for our residents by ensuring every day is filled with opportunities to participate in recreational activities and therapeutic programs that bring people together.

Many Extendicare homes offer innovative programs such as “Music and Memory” which allows staff to create personalized music playlists for each resident. Music enhances quality of life. Research shows a connection between familiar music and long-term memory. Tapping those memories can bring back positive emotions for persons with dementia and others, helping to reduce responsive behaviours and strengthen bonds among residents, staff and families.

Restorative Care

Residents can improve their functioning after they enter a long-term care home. Through our restorative care programs, we work with residents and encourage them to do tasks such as eating, dressing, toileting and walking, on their own. Residents have entered our homes in a wheelchair and, with restorative care, have regained their ability to walk on their own.

Our pledge is to provide each resident with quality of care every day.

Ensuring Safety

Staff Immunization

As an organization and as individual employees, we know that influenza poses a unique and serious risk to the health of our residents. We are extremely proud that more than 89% of our long-term care home staff across Canada - 8,600 employees — get immunized each flu season. That's significantly higher than the average 40% - 60% immunization rates in other Canadian health care organizations (Canadian Healthcare Influenza Immunization Network, 2012).

Infection Control Program

As one of the few Canadian long-term care providers with a full-time team of Infection Control specialists, our commitment to infection prevention is clear. Their efforts in instituting best practices, conducting audits and training staff, have reduced infection rates and made our homes safer.

Fire Safety

Extendicare is a leader in fire safety. Extendicare owned homes have complete automatic sprinkler system protection, are fitted with carbon monoxide detectors, conduct regular fire drills to ensure everyone knows their responsibilities in the event of a fire emergency and are inspected by our own internal fire and life safety officer on a regular basis.

Outstanding Resident Satisfaction

Courtesy: Each person contacting Extendicare is treated like a VIP. Every member of the Extendicare team ensures that our residents, family members, suppliers and all customers are treated with respect and courtesy.

Attitude: We have the ability to choose our attitude every day and we choose to be approachable and positive in tone, body language and appearance.

Responsibility: We take our responsibility to residents and family members seriously. Everyone is responsible for solving customer satisfaction issues before they escalate. If a staff member cannot provide an answer, he or she will quickly find someone who can.

Excellence: Achieving excellence in everything we do is the cornerstone of our company. Everyone will always go the extra mile to ensure that the quality of care we provide and the level of service we deliver is truly exceptional.

Recognizing Excellence

We recognize excellence in our homes and our staff through our comprehensive awards program. These programs help build and strengthen our culture of quality and let our employees know how much their contributions are valued. Our awards programs include recognition in the areas of safety, quality improvement and years of service.

Our home was the recipient of the following awards in 2013:

Safety Awards

Zero frequency safety Award: Awarded annually to all long-term care homes that demonstrate excellence by carrying out operations for 365 days without a lost time incident.

President’s safety Award: Presented annually to all homes and centres that show a significant improvement in reducing incidents in the workplace. To qualify, a home must show a decrease of 25% in both frequency and severity as well as a demonstrated intent by way of objective setting. They must also be under the national statistics for two of the three previous years.

Safety Management Award: Presented to the homes and centres that exhibit a demonstrated achievement in incident prevention and claims management, including those homes with the lowest injury index, which is a combination of the frequency and severity.

Employee Achievement Awards

Although we value all employees across Canada in all of our divisions and the support of team members that work in our offices, homes and centres, we do our very best to recognize team members that go above and beyond in their role. Over the course of 2012, we have presented a number of individuals, homes, centres and teams with the recognition they deserve due to the completion of major projects, outstanding personal achievement or because of what they bring to our organization that nobody else can.